create a ticket on itss… -...
TRANSCRIPT
Create a ticket on ITSS…
When opening a ticket on ITSS you have two options:
1. Request Service
Use the "Request Service" option to request a new service to Avaya Learning or a modification to
an existing service (for example: request access to an application, modify your profile in an
application...) or if you need a password to be reset.
2. Report an Incident
Use the "Report an Incident" option to report an incident to the Avaya Learning Helpdesk. (for
example: if you can no longer access a service)
To Request Service, do the following:
1. Login to ITSS – http://itss.avaya.com
2. On the home page, click on Request Service (Either click on Request Service from the left-hand
menu items or click on the Request Service icon)
3. Choose 05. Applications Supporting Services
4. Choose Avaya Learning
5. Choose one of the Avaya Learning categories your request is related to
6. Each Catalog Item (Request) has its own set of questions and required information that the
Avaya Learning Support Center will need to process the ticket and fulfill your request.
Please, be as specific as possible, enter all the information required and any other information
you think is relevant.
7. Click on Add to cart at the bottom of the page
NOTE: you will be redirected to the Service Catalog Entries
8. Click on the Shopping Cart icon to Proceed with checkout
9. Click on Submit Request
10. Enter the required information and > click on Submit
11. You will receive a notification that your request has been submitted and you will receive your
ticket number
To Report an Incident, do the following:
1. Login to ITSS – http://itss.avaya.com
2. On the home page, click on Report an Incident (Either click on Report an Incident from the left-
hand menu items or click on the Report an Incident icon)
3. From the “What is the impacted Service Family” drop-down list > choose Corporate Applications
(systems you access through the network like SAP or Ariba)
4. From the “What is the impacted Service” drop-down list > choose AVAYA LEARNING-SERVICE
5. Provide a Title (brief description summarizing the incident) and a Description (a more detailed
description, such as a course code, course name, course location, order number and further
details).
NOTE: You may visit the Knowledge Base to search for solutions, how to’s, user guides and
FAQs. Click on the Search our Knowledge Base button next to the Title field.
6. You may attach files to your description by clicking on Add Files…
You may attach e-mail messages, IM conversations, screenshots or other information that may
facilitate the work of the Support Desk and speed up your issue solving process.
7. Click on Submit
8. You will be redirected to the main screen and you will receive your Interaction number (ticket
number)
Contact the Avaya Learning Support Center by phone…
Speak to an agent in your preferred language using the language specific telephone numbers below
Our availability in Your region’s business hours ...
Theater Country Contact Number Language
Europe, Middle East & Africa
Belgium/ Netherlands +31 30 609 7871
English, Spanish, German
Dubai +971 44048120
France +33 1 40 94 78 67
Germany +49 69 7505 6364
Hungary +36 1 238 8323
Italy +39 02 26 293 214
Russia +7 495 363 6892
South Africa +27 11 700 4640
Spain/ Portugal
+34 91 387 6308
Ireland +35391733600
United Kingdom +441483309600
North America United States/ Canada + 1 866 282 9254 English, Spanish
Asia Pacific
Japan +81-3-5575-8735
English
Greater China +86-21-6120-6970
Australia/New Zealand +61 29 352 9062
Korea +61 29 352 9062
ASEAN +61 29 352 9062
India +61 29 352 9062
CALA
Argentina + 54 11 4118 4330
English, Spanish Brazil + 55 11 5185 6361
Mexico + 52 55 52787634
Language
Hours of Live Phone Support (Monday To Friday)
US Eastern Time (ET) Central European Time (CET) Singapore Time (SGT)
English 0:00 AM - 12:00 PM 0:00 AM - 12:00 PM 6:00 AM - 12:00 AM
Español (Spanish) 4:00 AM - 6:00 PM 10:00 AM - 12:00 PM 4:00 PM - 6:00 AM
Deutsch (German) 3:00 AM -12:00 AM 9:00 AM – 6:00 PM 3:00 PM – 12:00 PM